FAQ
How do I place an order?
Select your piece, choose the size, and proceed to checkout. You will receive a confirmation email once the order is placed.
How will I know if my order has been received?
A confirmation email is sent shortly after purchase. If you do not receive it, please check your spam folder or contact our Client Service team.
Can I modify or cancel my order?
Orders enter production shortly after being placed. Modifications or cancellations may be possible only if production has not yet started.
Do I need to create an account to place an order?
Orders can be placed with or without creating an account.
Production
Why does production take time?
Each piece is created individually within our atelier.
How long does production take?
Production typically takes 5 to 10 working days. During peak periods, this may extend up to 14 working days.
Do you hold stock?
No. All pieces are made upon request.
Can my order be prioritized?
In certain cases, priority production may be available upon request.
Will my item be identical to the images?
Each piece is handcrafted. Subtle variations may occur.
Shipping
How do I track my order?
Tracking details are provided once your order is dispatched. Activation may take up to 24 hours.
Which couriers do you use?
DHL Express and FedEx.
Do you ship internationally?
Yes.
How long does delivery take?
Delivery typically takes 1 to 5 business days after dispatch, depending on destination.
Are duties and taxes included?
Duties and taxes may apply for international orders and are the responsibility of the client unless otherwise specified.
Is LOULOU responsible for delivery delays?
Once dispatched, shipments are handled by the courier. Delays caused by logistics providers or customs are outside our control.
Return and Exchanges
Can I return my order?
Return requests may be submitted within 14 days of delivery, subject to our Returns Policy.
Do you offer refunds?
Due to the made-to-order nature of our pieces, approved returns are generally processed as store credit or exchange. Refunds are considered on a case-by-case basis.
Can I exchange my item?
Exchanges are available for a different size within the same style, subject to availability.
Can I exchange for a different product?
To select a different design, please return the original item and place a new order.
Are sale items returnable?
Sale items are non-returnable.
Sizing
How do I choose my size?
Please refer to the size guide or contact our Client Service team.
Do you offer custom sizing?
Selected pieces may be adjusted or produced according to client measurements.
What if I selected the wrong size?
Size exchanges are available, subject to availability.
Payments
Which payment methods are accepted?
Major credit and debit cards are accepted. Additional methods may be available depending on location.
Is payment secure?
All transactions are processed through secure systems.
Is bank transfer available?
Bank transfer may be arranged upon request.
Contact
How can I contact LOULOU?
customercare@loulouthebrand.com
WhatsApp: +40 735 221 395
Client Service hours
Monday to Saturday
10:00 – 19:00 (EET)
